Patient Bedside Folder (2010)

Proud of our international reputation for outstanding care Leading research to save lives worldwide Home to some of the most advanced technology in the NHS

University Hospitals Coventry and Warwickshire NHS Trust

Care. Achieve. Innovate.

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Advocacy and language services We serve one of the most diverse populations in the UK in respect of language, culture, religion and ethnicity, and we seek to reflect this in the provison of our services. No form of discrimination is tolerated within our hospitals, and we have policies and initiatives in place to respect, support and promote awareness of the diverse needs of patients, staff and visitors.

If you have any specific needs or requirements please discuss these with the staff on your arrival.

Sign language British sign language interpreters can be provided. Please contact the Health Information Centre to arrange this service.

Large print If you would like this guide in large print, please ask a member of staff.

Welcome Our Mission and Values Making your stay comfortable Infection Control What you will need while in hospital Your arrival on the ward Your Care On the ward Reasons to not smoke Visiting arrangements Participate in a clinical trial Your discharge from hospital A-Z of hospital staff Spiritual and religious care Health Information Centre Your comments and complaints Get involved Our volunteer programme UHCW Charity University Hospital Hospital site map Car Parking Wards Shops and Facilities Services provided Hospital of St Cross Site Map Car Parking Wards Shops and Facilities Services provided Our website Patient Menus

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Patient Bedside Folder

Contents

Welcome from the Chief Executive I am delighted to welcome you to University Hospitals Coventry and Warwickshire NHS Trust.

We are one of the largest hospital Trusts in the country treating more than 500,000 patients each year and we have a proud reputation for patient care, clinical teaching and innovation.

Our infection rates for hospital acquired infections are amongst the lowest there are, our hospitals boast some of the most modern equipment available anywhere in the NHS and we continue to attract internationally renowned specialists to work in our hospitals.

We look forward to meeting your healthcare needs and sincerely hope that you will be completely satisfied with your care whilst staying with us.

Should you have any reason for concern or have any unanswered questions relating to your care, please do not hesitate to ask a member of your ward staff who will be only too happy to help you.

I hope you find this guide useful and informative. You will find menus for patient meals towards the back of this guide along with a questionnaire.

I would be grateful if you could spare a few moments to complete the questionnaire to let me know if we have met your expectations. Ward staff have extra copies should you need one.

Thank you for choosing University Hospitals Coventry and Warwickshire NHS Trust for your healthcare.

Best Wishes

Andrew Hardy Chief Executive Officer

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Our Mission and Values Our Mission is to Care, Achieve and Innovate: • Deliver the best care for our patients • Achieve excellence in education and training • Innovate through research and learning Our mission statement is based on expected values and behaviours that are contained within the NHS Constitution. These values are a vital part in building a culture to work compassionately, efficiently and effectively. This begins with our valued staff, and is for the benefit of all to deliver the best service for you.

CARE

ACHIEVE

INNOVATE

Deliver the best care for our patients

Achieve excellence in education and training

Innovate through research and learning

Patient care is at the centre of our work, and we will focus on continually improving the quality of patient care and patients’ experience.

We will support and inspire future generations of healthcare professionals by instilling a culture of achievement, education, training and development.

Through continuous innovation, we will strive to lead in improving patient care, driven by clinical leadership, championing research and collaborating with our partners.

We care and respect for all We treat our patients and each other with courtesy, compassion, respect and dignity.

We achieve excellence through pride We ensure our patients experience consistently safe and high quality care, while we demonstrate integrity in our actions including using time, money and resources wisely.

We have freedom to innovate We lead innovation by collaborating with partners on cutting edge research and supporting staff to be leaders in their field.

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A Positive Patient Experience Ensuring our patients’ experience at our hospitals is as positive as possible is a key priority at University Hospitals Coventry and Warwickshire NHS Trust.

We have introduced a series of initiatives to help us to improve the way our patients are treated. patients. If you are concerned regarding the accommodation please inform the staff who will try to provide you with an alternative.

Protecting Mealtimes We operate protected mealtimes in all of our adult wards. At set times throughout the day, all non-urgent clinical activity stops to help patients eat their meals in a calm atmosphere. The protected mealtimes are:

Breakfast Lunch Dinner

Patients’ Dress Code We actively encourage patients to dress in loose fitting casual clothes during the day. This helps to preserve dignity for our patients and visitors. This also helps patients to prepare for their discharge.

8.00am to 9.00am 11.30am to 1.00pm 5.00pm to 6.00pm

Privacy and Dignity

For Patients With Dementia

Throughout your stay your privacy, dignity, religious and cultural beliefs will be respected. You will be cared for in a single sex bay within a ward unless you require dependency care.

These units are mixed sex, however every effort will be made to respect your privacy. Bathrooms and toilets are designed to provide a range of facilities appropriate for your care, whilst offering the most privacy possible.

Activity boxes which contain items such as a pack of cards, dominoes and crayons and ‘flash’ cards to help stimulate the patients and to encourage conversation and activity boxes are available from ward staff.

Preventing falls In the hospital, people can be at a higher risk of falling down. Illness, surgery and medicines can make you weaker than usual or can affect your balance or judgement. Medical equipment and an unfamiliar environment can make it difficult to move about easily. All inpatients are screened for their risk of falling and prevention plans are put in place.

It is your right to be told prior to your admission about the environment in which you will be cared for. However, in an emergency this is not always possible. This includes the arrangement for the separation of male and female

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Infection Control We take cleanliness and infection control very seriously. Patients in hospitals can be at an increased risk of infection due to the nature of the treatments they require. Many hospital infections can be avoided. To control hospital infections effectively we need the support and co-operation of patients and visitors, as well as staff.

Please wash your hands You and your visitors can help us by always washing your hands with soap and water after the toilet. Before you enter or leave a ward, please wash your hands or apply alcohol gel rub from a dispenser. Simply rub the gel into dry hands.

Visitors Please ask your relatives not to visit if they are suffering or recovering from any infectious illnesses such as diarrhoea, vomiting, coughs, colds or flu.

MRSA screening We carry out MRSA screening on all relevant patients admitted to our hospitals for non-emergency, planned operations. This helps to protect you and others.

Our staff If you have any concerns about the hand hygiene practices of a member of staff, please discuss it with them.

Leaflets on MRSA, C Diff, EBSL, Isolation Nursing and What are we doing to prevent Infection? are available on the wards and from the Health Information Centre in the main entrance at University Hospital.

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What you will need whilst in hospital To make your stay more comfortable you should have the following personal items with you:

Please do not keep the following items with you whilst in hospital: • Too many items of clothing.

There is limited space on the wards and you will have difficulty storing large amounts of clothing. Please ask a friend or relative to take home any suitcases or big bags after you arrive.

• Casual loose fitting clothes for the day.

• Hairbrush, comb and shampoo.

• Toothpaste, toothbrush, denture pot, denture cleaner.

• Soap, face wash, shower gel, moisturiser etc.

• Alcohol, illegal drugs, cigarettes or tobacco. The hospital has a no smoking policy which must be adhered to at all times.

• Towels, face cloth, sponge.

• Deodorant.

• Hand wipes, tissues etc.

• Perishable food items other than fruit.

• Shaving equipment.

• Please do not bring any valuables with you.

• Sanitary care.

• Change of nightwear and underwear, slippers and dressing gown.

We will not accept liability for loss or damage to any article kept in your possession.

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Your arrival on the ward Hospital wards can seem very daunting and confusing when you first arrive. Please let us know if there is anything you don’t understand or any way we can help.

When you arrive on the ward, a nurse will help settle you in. Together you can discuss and plan the care you will need. This is a good opportunity to tell the nurse about any worries or concerns you may have about your stay or treatment. You will be told or shown where things are and what happens on the ward.

Your contact details As many of your family and friends will be concerned about you whilst in hospital, we suggest that you nominate one person who can talk to the ward staff about you and then update your family and friends.

Patient Confidentiality All NHS employees have a legal duty to keep your records confidential. At UHCW, confidentiality about your treatment is a top priority for us.

Whilst you are in hospital, your rights to patient confidentiality will be respected and you will have the right to choose who information about your condition is given to.

Unless you give us permission to share information, we will not pass on any information to your friends and relatives, particularly by telephone.

Please tell us who you have nominated for us to speak to about your care.

When it is not possible to gain your permission, your treatment and condition will be only discussed with your next of kin or the person you have identified as the person to contact.

If the ward staff feel that it is necessary to refer you to social services, this will be discussed with you and your permission sought. We only share essential information with other agencies.

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Your Care Seeing your doctor or consultant You are on a ward where your specific requirements and needs can be best cared for. The nurse will tell you who your medical team is and you will meet your doctors and/or consultant soon after your arrival on the ward.

There will normally be at least one of your doctors on the ward between 9am and 5pm Mondays to Fridays, and they will generally visit you each day. However, they do have other commitments outside the ward such as Outpatient Clinics. If you do want to be certain of speaking with them, ask a nurse or the ward clerk to arrange this for you.

Outside of these hours, your own doctor may not be available. Please speak to the nurses who are always there to help too.

Your family can make an appointment to see the doctor or to telephone at a particular time if visiting is difficult. Please remember that our doctors will discuss your condition with your family or other individual, designated by you, only if you have given your permission.

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On the Ward Mealtimes During your hospital stay we will provide you with three meals a day. We can also provide lunch box snacks if you have missed a meal.

Breakfast 8.00am to 9.00am Lunch 11.30am to 1.00pm Dinner 5.00pm to 6.00pm We offer hot drinks and snacks throughout the day. If your meal is unsuitable, please let your nurse know so we can offer an alternative where possible. You will find your patient menus in this Patient Bedside Folder.

Special Diets We offer special diets, vegetarian, Halal, Kosher and diabetic meals. We can also offer a dietician service if your doctor or nurse feels that you need advice on your diet.

Gifts Gifts are often welcomed, but please bear the following in mind: You may have restrictions on what you can eat or drink. You can check with a member of staff on your ward. Alcohol is not permitted.

You will only have small, non-locking storage available to store your possessions, so valuable gifts are not recommended.

Flowers on the ward Flowers are not allowed in some wards. Your visitors should check with a member of staff on your ward before bringing in flowers. Potted plants are not permitted.

Visitors’ behaviour Visitors should remain quiet on the wards to avoid disturbing other patients.

Visitors are likely to meet a variety of hospital staff with a wide range of professional, social and cultural backgrounds. We expect our staff to treat you and your visitors with courtesy, consideration and without discrimination.

Please treat our staff in the same way.

Mobile phones Mobile phones should not be used on the wards. Mobiles can cause disturbance to some hospital equipment, and loud ringtones or conversations can disturb patients.

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A smoke-free environment In line with NHS national policy all of our hospital sites, including the car parking areas, are now smoke free. Smoking is not permitted anywhere on the hospital site. Patients and visitors found smoking will be asked to stop immediately. If you would like support to stop smoking then please contact NHS Smokefree, an NHS smoking helpline on 0800 022 4 332.

Your next of kin You may wish to nominate a next of kin to act as your advocate (supporter) whilst you are in hospital. This can be whoever you wish but ideally, you should discuss this first with the person you intend to nominate.

Interpreting service A face to face and telephone interpreting service is available in our hospitals, and we are also able to provide written translations. This includes people who use British Sign Language (BSL) or those who require written information in Braille. There are also a number of staff who are able to interpret a variety of languages. If English is not your first language or you need a BSL interpreter, please ask the staff to access this service for you.

Refreshments for visitors We do not offer refreshments for visitors to the ward. Both of our hospitals have cafes where your visitors can buy hot and cold drinks, snacks and meals.

Medications The medications given to you will be an important part of your care. They will be given to you at set times of the day. Please use this opportunity to ask any questions you have about the medicines you have been prescribed.

Leaving the ward Please tell a member of staff if you leave your ward - even for a short time.

Hairdressing We understand that if you are in hospital for any length of time, you might want to have your hair cut. Unfortunately, the hospital does not provide a hairdressing service. This is due to small hair cuttings which could be left on a patient’s clothes or body and then transferred into the patient’s bed, this could become unhygienic and uncomfortable.

The hospital takes pride in its hygiene and infection control practice and therefore, we suggest that when you know about your discharge date, speak to a relative, carer or friend to help you make an appointment with a local hairdresser in your community when you’re back at home.

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Reasons to not smoke while in hospital Smoke Free Our buildings and grounds, including car parks are smoke free, This means that smoking is not permitted anywhere on site. As a hospital Trust we protect our patients, visitors, staff, buildings and equipment from the dangers and consequences of second-hand smoke. The many patients who take the opportunity to quit are very appreciative of a smoke free site.

When managing cravings it can be discouraging to see others smoking.

Smoking can adversely affect healing and surgery Smoking…

• delays wound healing; • interferes with the metabolism of most drugs; • increases the risk of post-operative complications; • increases the chances of a longer stay in hospital.

Research shows that the longer you abstain from smoking before surgery, the less likelihood there is of complications or delays. Remember it takes approximately 24 hours for the carbon monoxide of a cigarette to leave the body - reducing levels of oxygen and energy. Even if you aren’t yet ready to quit - you are strongly advised to stop smoking whilst at hospital (and for as long as you can after returning home).

Every cigarette damages the body - but the benefits of quitting are huge Smokers are prone to illness, disease, aging skin, reduced fertility, reduced self-esteem, low energy levels, disturbed sleep and poor appetite.

However, the rewards of quitting are quickly realised - improved breathing, higher energy levels, more self-confidence, reduced risks and more money.

Smoking can also cloud areas in life that need proper attention such as sources of stress or anxiety, or other ways to find comfort or relaxation.

When you make use of the opportunity to stop smoking in hospital, you can remind yourself of how it feels to be in control again, without the false influence of cigarettes or chemical addiction.

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Resources to help you stop Inpatient 1 to 1 advice There are a variety of NHS Stop Smoking Services in Coventry available for you to discuss your smoking habit with. You can explore your true motives for smoking, discuss concerns you have about quitting, discover the true nature of nicotine addiction and learn some useful behavioural and psychological techniques. You can also choose to be referred to the community services to receive support when you go home. Simply ask your nurse to call 0800 051 1310.

Nicotine Replacement Therapy NRT works by delivering nicotine to keep the brain satisfied and cravings at bay. It is a much safer way of receiving nicotine without the 4000+ chemicals, 50+ carcinogens and tar of cigarettes. This then allows you to focus on the behavioural side of smoking.

Local Community Services Remember that the NHS Stop Smoking Services are available to help you before and after hospital, providing a range of resources. To find out where your local centre is or to receive informal advice, call free-phone 0800 1690169.

Health Information Centre The Health Information Centre located by the main entrance at University Hospital contains a range of information about smoking, as well as any other health area you would like to learn more about.

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Visiting Times Our hospital wards are busy areas. They are a place of work for our doctors and nurses and a place of rest and recuperation for our patients. Please ensure that your visitors only come to visit you during official visiting times.

These are: Monday to Friday: Saturday and Sunday:

6.30pm to 8pm and 2pm to 4pm and 6.30pm to 8pm.

They will not be allowed onto a ward outside of visiting times other than in the most exceptional circumstances.

Visiting hours for the maternity wards and critical care vary from the standard visiting hours. Please check with staff.

Number of visitors Rest is often an essential part of your recovery. We ask that no more than two people visit you at any one time.

Children Children can only visit with the prior permission of the ward manager.

They should be accompanied at all times by a responsible adult.

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Participate in a clinical trial Research Research is an essential part of healthcare development. We need to carry out research to develop new treatments and to help us decide which is the best available treatment or care for our patients.

As a patient, you may be asked to take part in research. Taking part in research can involve filling in a questionnaire to trying a new treatment or operation.

If you are asked to take part in a research project, the project will be fully explained to you. All your questions will be answered. This should help you to make an informed choice about whether or not to take part. Whatever you decide, your decision will always be respected.

If you do not wish to take part in any research project you can refuse. You will always continue to receive the best care we are able to offer.

Contact Details If you have any questions about research, please speak to your doctor or contact: Mrs Ceri Jones Research and Development Services Manager, on 02476 966196 or Miss Natasha Wileman Assistant Research and Development Services Manager, on 02476 966167

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Your discharge from hospital • Will the house be warm enough when I come home?

Preparing for hospital discharge

• Do people know I am coming home?

‘Going Home’ is planned as soon as you come into hospital, or even before you arrive if your admission is planned. You will not be discharged from hospital until the medical team treating you has decided that you are well enough to leave.

• Have I got sufficient food in the house?

• Do I need to arrange to get some shopping delivered?

• Is the key available to gain access to the house?

Once your discharge has been agreed, staff will work together with other agencies to assess your health and social needs in preparation for you being discharged from hospital. If you know of anything that may prevent you going home please let your nurse know as early as possible.

• Can someone bring in my clothes to go home in the day before discharge?

Further Assessments 80% of patients discharged from hospital do not require or are not eligible for further assessments from external health or social care agencies in order to support a safe discharge home.

Your Discharge Check List Please include your family, carers and friends when you are making your discharge arrangements with your nurse, and please talk to them about your decision as soon as possible.

If you do need a further period of assessment, rehabilitation or recovery following your stay in hospital, with your consent we will arrange for one of the local health or social care agencies to carry out an assessment to determine what short term support you will require to achieve your full potential on discharge from hospital. We work together with a number of health

These are the things you should talk about: • Is transport arranged for when I am ready to go home?

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and social care teams in Coventry and Warwickshire who provide a wide range of services in the community. The main three agencies are:

you meet the eligibility criteria.

Your social worker will explain all of this to you in advance of assessing your needs.

3. Continuing Health Adult Assessment Team (CHAAT) It may be you have a life changing event that requires you to have on going nursing support which cannot be met by core community nursing services (more than four visits a day). If this is identified by the multidisciplinary team they will refer your case to the continuing health care team (CHAAT) for assessment.The CHAAT team will identify if you meet their criteria for fully or part funded health care and if so will arrange the care out of hospital with you, your family and possibly the Social Care team.

1. Intermediate Care Service (ICS ) ICS will enable you to be discharged from hospital by providing short-term intensive rehabilitation and personal care.

This can include nursing care, physiotherapy and occupational therapy. The ICS team will decide with you if your care needs and continuing rehabilitation can be carried out in your own home or in a short term bedded facility. The services provided by ICS can be for a period of up to six weeks.

2. Social Services Once you have completed your recovery from your acute phase of illness you may be assessed as needing further help to enable you to return home.

Many people arrange the care they need themselves, by getting help from friends or family and some involve voluntary agencies. Social Care may be asked to assess your needs to determine the level of service you require. The assessment also includes a financial assessment as you may be required to contribute towards the cost of your care if

Moving to a Care Home If after assessment, and discussion with you and your family/carer, it is decided that you need to move to a Care home, your Social worker will be available to help you or your family/carer find a suitable placement. However, if there is not an immediate vacancy in the home of your first choice, it will be necessary for you to move to an interim placement while you wait for your first choice to become available, your social worker will provide your family with a list of

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suitable care homes with immediate vacancies so that you can make an informed second choice for the interim period. This enables us to continue to provide essential services for people who need to be admitted to hospital for acute treatment, and you will be able to continue your recovery in a more appropriate care setting.

Transport You will need to make your own travel arrangements when leaving hospital unless you have a medical problem that prevents you from using a car, taxi or public transport.

If you are unable to make your own travel arrangements please inform the hospital staff when you are admitted or as soon as possible.

District Nurse Service

What if a plan cannot be agreed?

If you require treatment after your discharge, such as the removal of stitches or change of dressings, you should make an appointment with the Practice Nurse at your local GP’s surgery. If you are unable to get to the surgery, please let staff know before you leave hospital and the staff will arrange for a District Nurse to visit you at home.

On rare occasions discharge plans cannot be agreed, in these circumstances while your well being and safety remains our priority, you cannot stay in hospital when your acute treatment has come to an end. We will, therefore, facilitate a full process of consultation in line with the choice directive (Department of Health 2003), however, if we cannot resolve the dispute during consultation we reserve the right to serve notice to discharge you to the most appropriate safe setting while the dispute is resolved.

Medicines to Take Home When you go home you may be given up to four weeks medication and the nurses on the ward will explain these to you. If you have brought any medication in with you these can be returned to you.

Your GP will receive a letter containing information about your hospital stay and your prescribed medication. Further repeat prescriptions should be obtained from your GP’s surgery and you should make arrangements to see your GP before your prescription runs out.

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Teaching Hospitals UHCW is a university teaching NHS Trust and both of our hospitals are a training centre for the next generation of doctors, nurses, midwives and other healthcare staff. An essential part of staff training is working with patients. To help them learn the skills they need, student nurses or student midwives will carry out some aspects of your care under the supervision of a qualified nurse or midwife.

Medical students accompany the doctor on ward rounds and may wish to examine you or talk to you about your medical condition.

Student radiographers, pharmacists, physiotherapists or occupational therapists may accompany their qualified colleagues to the ward and assist with their duties. The students appreciate your co-operation, but you are under no obligation to have them observing your care.

If you do not wish to have students present, please tell a member of staff.

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A-Z of Hospital staff A-Z of Hospital staff Many different staff will visit your ward for a variety of reasons. You may not see all of them whilst you are in hospital but they are all working to make your stay as comfortable as possible. Not all staff wear traditional uniforms but all wear identity name badges - always ask if you do not see a badge.

Associate specialists are senior doctors who are responsible to a named consultant. They often run their own clinics and make clinical decisions as delegated by their consultants.

Foundation year 1 doctor (preregistration house officers) are based on the ward and will see you regularly. They carry out tests and prescribe treatment under the direction of your consultant.

Clinical pharmacists ensure that you get the maximum benefit from the medicines that are prescribed for you. If you are a patient on a ward your pharmacist may take a medications history from you, prescribe medicines and advise you on the use of the medicines including any that you will be taking home on discharge.

Healthcare cleaning assistants are available 24 hours a day to ensure the cleanliness of the hospital is maintained.

Maintenance staff are responsible for the repair, servicing and upkeep of buildings and equipment to support patient treatment and care.

Matrons are very experienced nurses or midwives and make sure the environment is clean and safe.

They are also here to provide you with assistance, support and information. They wear black pin stripe uniforms so you can easily recognise them. If you do not see a matron but would like to speak to one, please ask a member of the ward team to contact one for you.

Consultants are the most experienced doctors in the hospital.

They are ultimately responsible for the treatment you receive.

Consultant nurses and specialist nurses may be involved in your care giving extra advice and support about specific conditions; for example pain relief, wound care and diabetes.

Dieticians advise on your diet and order special meals if appropriate.

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Midwives are responsible for providing midwifery care to a mother and baby during the antenatal, intranatal and postnatal periods.

Social workers can provide services or advice to patients who may need help on leaving hospital if they, or their carer, think they will find it difficult to manage.

Occupational therapists assess and plan your treatment with a view to helping you manage daily activities.

This may include providing adaptations at your home.

Specialist registrars and staff grades are experienced doctors who provide specialist care under the direction of your consultant.

Speech and language therapists can help you with any difficulties you may have with talking or eating and drinking.

Pharmacy technicians will talk to you about the medicines you were taking before you came into hospital and will make sure that any medicines you need whilst in the hospital are on the ward.

Support workers help with treatment and looking after your comfort and wellbeing. They will deliver much of your care under the direction of the registered nurses on the ward.

Phlebotomists take blood from every patient admitted to hospital.

The blood is analysed by biomedical scientists.

Volunteers help out with a number of tasks on many of the wards, assisting the nursing staff with a number of duties, dependent on the ward they are on.

Physiotherapists help you on the ward or in the therapy department with your breathing and mobility.

Porters take you to and from the various places you go for treatment.

Ward clerks provide administrative and clerical support to the ward. If you need a medical certificate for your employer or the Benefits Agency, the ward clerk will arrange this.

Radiographers take X-rays and scans. Occasionally these can take place on the ward using mobile equipment.

Ward hostesses prepare and provide drinks and meals for patients.

Registered (or staff) nurses, led by a sister or charge nurse, assess, plan and deliver the nursing care you need.

Senior house officers (SHOs) are doctors in training who work on the wards most days.

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Spiritual Care We offer care and support but you can choose the level and nature of that support. It is freely available to all, whether you have a faith or not. We provide spiritual, emotional and religious care and we want you to keep in touch with who you are while you are in hospital.

Members of the Chaplaincy Team are drawn from the main faith communities here: • Church of England/Anglican • Free Churches • Roman Catholic

• Sikh • Muslim • Hindu

The Chaplains are employed by the NHS. You can expect to be treated with privacy, dignity and confidentiality by us at all times. We are assisted by ‘Lay Visitors’, trained volunteers, who also visit the wards.

The Christian Chaplains are available outside normal hours if there is an emergency.

Faith Centre and Places of Worship The Trust provides places of worship and prayer in both our Hospitals.

In University Hospital, the Faith Centre is in the West Wing on the ground floor. There are separate Prayer Rooms for Christians, Sikhs, Hindus and Muslims as well as quiet spaces for people of other faiths or none.

Washroom and wudu facilities are also provided. The Faith Centre is open at all times for quiet, relaxation and prayer.

At the Hospital of St Cross there is a Chapel which is well sign-posted and a Multi-Faith Prayer Room is located on Mulberry Street.

Times of Main Services Sunday: 10.00am 11.00am 2.15pm

Holy Communion (CofE or Free Church) Catholic Mass Ecumenical Service at St Cross

Faith Centre Faith Centre Chapel

Friday: 1.15pm

Muslim Prayers

Faith Centre

If you would like to see one of our team please ask your nurse to contact us.

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Health Information Centre The Health Information Centre provides access to quality information on a wide variety of conditions, treatments and procedures, NHS services and other health related issues.

Services include: • A wide range of health related books, leaflets and DVDs. • Internet access to quality websites and health databases.

• A personal enquiry service by experienced staff to help you find the information you need.

• Details of national and local support groups.

• Access to computers for our visitors to search for health related information.

• A friendly, informal environment where you can make your enquiry, browse, or simply relax in our lounge area.

Our services are free and confidential The Centre is situated on the ground floor, in the main entrance to the University Hospital. Opening times are: Monday to Friday 9.00am to 5.00pm.

Enquiries can also be made in person, by telephone or by email: Telephone: 024 7696 6051 email: health.information@uhcw.nhs.uk

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Comments We welcome both your comments and compliments on the service our Trust provides. Please remember your views are valuable and assist us to make improvements in patient care.

We aim to deliver the highest possible standard of care with the resources available to us. Please let us know if you are happy with the care you receive as this provides a welcome boost to our staff.

If you have any concerns while you are in hospital please tell a member of staff about it straight away. Often these concerns can be sorted out immediately. All our staff will receive any comments professionally and sympathetically and your care will not be affected in any way. If you feel that your concern has not been resolved please ask to speak to the matron on duty. They will visit you and help solve any problems you are experiencing.

Did we get it right?

Please give give us your feedback on your stay with us by visiting our website www.uhcw.nhs.uk and completing our online Impressions survey.

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Patient Advice and Liaison Service (PALS) Whether you are a patient, relative or carer, the Patient Advice and Liaison Service (PALS) is available to you to raise your concerns or to obtain advice. PALS can provide you with the following:

officers will get back to you as soon as possible. A PALS officer at the Trust will make a record of your query or concern and get back to you quickly.

Complaints • Help you to sort out any concerns relating to our Trust as quickly as possible.

Your complaint should be addressed to:

• Listen to what you have to say about the Health Service.

The Chief Executive University Hospitals Coventry and Warwickshire NHS Trust University Hospital Clifford Bridge Road Coventry West Midlands CV2 2DX

• Make sure the Trust finds out from you what works and what needs changing.

• Advice if you wish to make a complaint.

• Information about other NHS PALS in the locality.

or emailed to complaints@uhcw.nhs.uk

Please contact them on 02476 966061 or 0800 028 4203

Please ensure your name, address and telephone number are included in your letter of complaint.

Anyone can get in touch with PALS for information and advice and the service is confidential. Opening hours are Monday to Friday 9.00am to 5.00pm. If you wish to meet with an officer please call to make an appointment.

If you feel you need some assistance with making your complaint, the Independent Complaints Advocacy Service (ICAS) can be reached on 0845 337 3056 and they can support you through the process.

Please leave an answer machine message if no one is available to take your call and one of the PALS 25

Get Involved Your Health. Your Trust. Your Say. Be Involved - Be a Member Foundation Trusts are very much part of the NHS and provide free, quality healthcare based on need at the point of care. However, they have some major advantages over the way NHS Trusts are run, and more than half of all Trusts in England are now Foundation Trusts.

You can become a member by:

We believe that the best way to fulfil our exciting plans for the hospital, our patients and our staff is to become a Foundation Trust.

• Filling in an online membership form on our Trust website uhcw.nhs.uk/foundationtrust

• Completing a membership form from one of the literature stands within the hospital.

• Requesting a membership form from our Foundation Trust Office on 02476 964747

We also believe it is the best way for many people with an interest in health services to become involved in influencing them. Maybe that includes you?

As an NHS Foundation Trust, our patients, staff and members of the public can become members of the Trust. This means you can be involved in shaping the future of your healthcare services.

We would like to invite you to become a member, so that together we can shape the future of healthcare services.

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Our Hospital Volunteers Our hospital volunteers Volunteers are a valued and essential part of the team at University Hospitals Coventry and Warwickshire NHS Trust. We have more than 600 volunteers working across our hospitals with our staff to enhance patient services and care. Volunteering is provided at University Hospital through University Hospitals Voluntary Services and University Hospitals Coventry and Warwickshire NHS Trust Charity. At the Hospital of St Cross volunteering is provided through the Friends of the Hospital of St Cross and Rugby Hospital Radio.

Friends of the Hospital of St. Cross The Friends of the Hospital of St. Cross is a registered charity founded in 1955. The Friends have two aims; to provide voluntary support to the hospital and to raise funds to support the Hospital of St. Cross.

If you would like to volunteer with the Friends of St Cross please telephone 01788 663754 or by visit www.friendsofstcross.org.uk

Rugby Hospital Radio Rugby Hospital Radio provides a 24 hour daily service, which includes a wide range of music, comedy, drama and local news. If you would like to make a request please phone our studio on 01788 663493 or dial free on *800 using your Hospedia handset.

University Hospitals Voluntary Services You will see our volunteers in many different roles throughout University Hospital from taking the tea trolley around the wards to lay visitors who provide a listening ear to patients. Patients can also listen to Coventry Hospital radio provided by the volunteers through their bedside entertainment unit, free-of-charge.

How do I become a Volunteer?

If you are interested in working as a volunteer at University Hospital, we would be delighted to hear from you. Becoming a volunteer is simple, call the Voluntary Services Department on 024 76965146 / 024 76965147 for an informal discussion about what you would like to do and for an information pack.

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Making a donation to a hospital, ward or department.

Often patients and their families wish to make a donation to thank us for their care, sometimes wishing to support a particular ward. Such gifts are administered

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UHCW Charity is the charity for both hospitals within University Hospitals Coventry and Warwickshire Trust - University Hospital, Coventry and the Hospital of St Cross, Rugby. By raising funds UHCW Charity enhances patient care and facilities, to ensure our community has the best possible healthcare, now and in the future.

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For information about making a donation, to receive donation envelopes or discuss the support we can give you with your own fundraising, please contact the Charitable Fundraising Manager on telephone number 02476 966913 or visit www.uhcwcharity.org.uk

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If you would like to make a donation please make cheques payable to UHCW NHS Trust Charity and send them to UHCW Charity, University Hospital, Clifford Bridge Road, Coventry, CV2 2DX. Unless otherwise requested we use donations where the need is most.

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Car parking at University Hospital Car parking Parking is 'Pay on Foot': please pay at the machines as you return to your car, and not at the barriers. Change is given and the charges are as below.

Please note that the machines do not accept credit cards.

'Pay on Foot' charges 0 to 2 2 to 4 4 to 5 5 to 6 6 to 24

hours hours hours hours hours

£3.00 £4.20 £5.40 £7.70 £10.00

* Car parking charges are subject to review.

Why we charge for car parking We believe NHS money should be spent on treating patients. If we didn't charge for parking, money intended for patient care would have to be used to provide and maintain parking facilities on our sites

Disabled parking Parking for Blue Badge holders is available in the car park immediately opposite the main entrance to University Hospital (charges apply) and opposite the entrance to the West Wing/ Women’s and Children's Hospital entrances.

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Free parking and concessions for frequent patients Patients who attend frequently, may qualify for concessions this includes cancer patients attending for intravenous chemotherapy treatment, renal dialysis patients and parents of sick children who stay with their children in hospital overnight.

If an individual spends more than ÂŁ150 on car parking charges within a six month period, any charges above this cap will be reimbursed. In summary this concession means that no-one will pay more than ÂŁ150 on car parking charges within a six month period. Individuals simply need to keep their car parking receipts and once they exceed the ÂŁ150 cap should go to the General Office.

People who receive certain state benefits can reclaim parking costs. See the car parking banners in the hospitals or enquire at the ward or clinic concerned.

To contact the General Office call 02476 966040

Security: will my car be safe?

All car parking areas across the sites have street lighting, and are also covered by close-circuit television (CCTV) 24 hours a day. However, although the Trust will endeavour to ensure the safety of vehicles parked on the site, vehicles and their contents are left at the owners' risk.

Car Parking Rules Vehicles in breach of car parking rules, which are displayed in the car parks, may be subject to a Civil Penalty Notice and a fine.

Anyone found parking inappropriately or in a disabled space without a Blue Badge will be subject to a penalty notice.

For queries on car parking rules the appropriate place to enquire is the Security Office in the Main Reception area.

Taxi Rank There is a taxi rank outside the main entrance to University Hospital and free telephones are available beside reception and also in west wing reception to call a taxi.

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University Hospital Clifford Bridge Road, Coventry CV2 2DX. Main switchboard number: 02476 964000 WARD

DEPARTMENT

TELEPHONE

TELEPHONE

Ward 1 Ward 2 Ward 3 Ward 10 Ward 11 Ward 12

Rehabilitation Rheumatology Hospitality Lounge Cardiology Cardiothoracic Observation/Assessment Critical Care Adolescent Ward Infant's Ward Children's Ward Children's Outpatients Department Gastroenterology & Endocrine Gastroenterology & Endocrine General Surgical Ward Gynaecology Maternity (Ante natal) Maternity (Post natal) Cardiology and Respiratory Cardiology and Respiratory Head and neck surgery General Surgery & Urology Haematology Unit Oncology Stroke and age related Stroke and age related Neurosciences (Neurology and Rehab) Neurosciences (Neurosurgery) Renal Haemodialysis Unit Orthopaedics Orthopaedics

02476 968218 02476 965837 02476 965742 02476 965637 02476 965800 02476 966264 02476 966556 02476 967433 02476 967006 02476 967224 02476 966929

02476 965738 02476 968217 02476 965743 02476 965633 02476 968226 02476 966265 02476 966969 02476 967433 02476 966595 02476 968224

02476 968233 02476 968232 02476 968231 02476 967007 02476 966577 02476 968228 02476 967675 02476 967842 02476 967789 02476 965378 02476 966114 02476 965528 02476 968328 02476 967817 02476 967798

02476 965561 02476 965773 02476 965757 02476 966587 02476 968229 02476 967315 02476 967678 02476 967844 02476 967831 02476 965380 02476 965390 02476 965531 02476 968324 02476 967816 02476 967802

02476 965330 02476 968256 02476 967738 02476 965311

02476 965231 02476 968257 02476 967737 02476 965309

Ward 14 Ward 15 Ward 16 Ward 16 Ward 20 Ward 21 Ward 22 Ward 23 Ward 24 Ward 25 Ward 30 Ward 31 Ward 32 Ward 33 Ward 34 Ward 35 Ward 40 Ward 41 Ward 42 Ward 43 Ward 50 Ward 52 Ward 53

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DEPARTMENT

TELEPHONE

Arden Cancer Centre

02476 967304

Audiology Reception

02476 966444

Breast Screening Unit

02476 967200

Cancer Backup

02476 966052

CT/MRI/ Xray Reception

02476 967090

Day Surgery Reception

02476 966826

Dermatology Reception

02476 966313

Diabetic Centre

02476 966006

Dietetic Department

02476 966161

Early Pregnancy Assessment Clinic

02476 967243

Emergency Department Reception

02476 966200

Eye Unit

02476 966606 or 02476 965273

Fracture Clinic

02476 966262

Gynae and Antenatal Clinic

02476 967350

Heart Failure Clinic

02476 966396

Labour Ward Reception

02476 967333 or 02476 967368

Macmillan and Palliative Care team

02476 965498 02476 965498

Main reception

02476 968215 or 02476 968216

Maternity Reception

02476 967421

Maxillo Facial

02476 966500 / 02476 966464 / 02476 966468

Mental Health Unit - Main Reception

02476 968100

Neurophysiology Reception

02476 965121

Nuclear Medicine

02476 968212

One Stop Clinic Endoscopy

02476 966809 / 02476 966808

Orthopaedic Outpatients Reception

02476 966262 / 02476 966324

Outpatient Rehab Reception

02476 965700

Outpatient Suite 1 Reception

02476 966363 / 02476 966355

Outpatient Suite 11 Reception

02476 966471

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DEPARTMENT

TELEPHONE

Outpatient Suite 3 Reception

02476 966699 / 02476 966342

Outpatient Suite 4 Reception

02476 966366

Outpatient Suite 5 Reception Area

02476 966392

Outpatient Suite 6 Reception

02476 966700

Outpatient Suite 7 Reception Office

02476 966400 / 02476 966421

Children’s Emergency Dept. Reception 02476 966929 Patient Information Library

02476 966050

Pharmacy

02476 966785

Physiotherapy and Occupational Therapy

02476 966012

Radiotherapy Reception

02476 966354

Special Baby Care Unit Reception

02476 966671

Untrasound Booking Office Reception 02476 967348 Vascular Investigation Unit

02476 968212

X-Ray Reception/Appointments

02476 966300 / 02476 968209

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Shops and facilities for patients and visitors at University Hospital The Mall area on the ground floor is where you will find the majority of shops, cafes and restaurants. Other locations are listed below:

The Mall - Ground Floor, main entrance Shops General Convenience Store which sells newspapers and books as well as snacks and personal care products.

Cafes and Restaurants Cafeteria with ‘deli’ and branded offers such as Costa Coffee can be found on the ground floor.

Opening Times: Monday - Sunday 24 hours Outpatients Department Costa Coffee Bar (Outpatients Department) Opening Times: Monday to Friday from 9.00am - 3.00pm

Women’s and Children’s Unit General Convenience Store which sells newspapers and books as well as snacks and personal care products.

Java Café Offering a selection of hot and cold food and drinks.

Pharmacy The pharmacy is on the ground floor of the hospital, just past the main entrance and is on the left.

Opening Times: Monday - Friday From 9.00am - 5.30pm

Banking There is a cash point in WH Smith on the ground floor just inside the main entrance to the hospital. This facility is not available 24 hours a day.

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General Office The General Office provides the following key services to patients and visitors: • Refunds of patients’ travel and car parking expenses where patients are in receipt of qualifying benefits in line with national NHS policy (evidence of entitlement to benefits, attendance at hospital and receipts for expenses will be needed); • Refunds of patients/visitors car parking charges in line with Trust policy; • Safeguarding patients’ valuables whilst they are in hospital and have been unable to make alternative arrangements (patients are encouraged not to bring valuables into hospital) • Custody of lost property.

The General office is on the ground floor in the main entrance, on the right just before the shops.

Opening Hours: Monday to Thursday 9.30am to 4.30pm Friday 9.30am - 4.00pm Telephone: 02476 966040

Accommodation for relatives Our accommodation office can provide your relatives with a list of accommodation throughout the city.

Public Telephones Pay phones are operated by Hospedia. They can be found in most wards and departments and in the main entrance, past main reception on the right before the lifts.

Mobile Phones If you would like to speak to your family and friends or would like them to contact you please make use of the bedside phone available. Mobile phones should not be used in ward areas of the Trust. However they can be used in public corridors.

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Bedside televisions, radios and telephones Telephones and televisions with headsets have been installed by bedsides throughout the hospitals.

Through the bedside system, you have access to television channels, and a selection of radio channels including our own hospital radio station.

You can make and receive phone calls, and family and friends can also leave you messages.

The system is operated using a payment card, which can be purchased at pay stations located throughout the hospitals as well as by pressing the green button on the system itself.

Once you are registered, family and friends can call you at the bedside.

Children aged 16 and under do not pay for access to television.

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Services provided at University Hospital General Acute Services

Rheumatology Orthopaedics Trauma Urology Vascular Surgery Specialised Service Bone Marrow Transplantation Invasive Cardiology Cardiothoracic Surgery Clinical Physics Haemophilia Neonatal Intensive Care and Special Care Neuro Imaging Neurosurgery Oncology and Radiotherapy Renal Dialysis and Transplantation Plastic Surgery

Accident and Emergency Acute Medicine Age Related Medicine and Rehabilitation Anaesthetics Assisted Conception Audiology Cardiology Critical Care Dermatology Diabetes and Endocrinology Ear, Nose and Throat Gastroenterology General Medicine General Surgery Brest Surgery Upper Gastrointestinal Surgery Hepatobiliary and Pancreatic Surgery Colorectal Surgery Gynaecology Haematology Maxillo Facial Surgery Neurology and Neurophysiology Obstetrics Ophthalmology Optometry Orthodontics Orthoptics Paediatrics Pain Management Plastic Surgery Renal Medicine Reproductive Medicine Respiratory Medicine

Diagnostic and Clinical Support Services Biochemistry Dietetics Echo Cardiography Endoscopy Haematology Histopathology Medical Physics/Nuclear Medicine Microbiology Occupational Therapy Pharmacy Physiotherapy Respiratory Function Testing Ultrasound Vascular Investigation

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Hospital of St Cross

Car parking at Hospital of St Cross Parking is 'Pay and Display': please pay at the machines and display ticket in your car. Change is not given at the machine but can be obtained from the General Office. The charges are as below.

Car parking charges £1.50 for up to 3 hours £4 for 3-24 hours Free parking from 6pm-7am in the week and all day at weekends * Car parking charges are subject to review.

Why we charge for car parking We believe NHS money should be spent on treating patients. If we didn't charge for parking, money intended for patient care would have to be used to provide and maintain parking facilities on our sites.

Disabled parking Parking for Blue Badge holders is free whether the car is parked in a designated disabled space or a normal car park space. There are a number of designated spaces throughout the site.

Free parking and concessions for frequent patients Patients who attend frequently, may qualify for concessions this includes cancer patients attending for intravenous chemotherapy treatment and renal dialysis patients. Patients should contact the General office in Brookfield House to confirm whether they qualify for concessionary parking.

If an individual spends more than £150 on car parking charges within a six month period, any charges above this cap will be reimbursed. In summary this concession means that no-one will pay more than £150 on car parking charges within a six month period. Individuals simply need to keep their car parking tickets and once they exceed the £150 cap should go to General office on the lower ground floor, Brookfield House, Hospital of St Cross.

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People who receive certain state benefits can reclaim parking costs. See the car parking notices or enquire at the ward or clinic concerned.

To contact the General Office in Brookfield House call 01788 663214

Security: will my car be safe?

All car parking areas across the sites now have street lighting. Security officers do patrol the site at regular intervals. However, although the Trust will endeavour to ensure the safety of vehicles parked on the site, vehicles and their contents are left at the owners' risk.

Car Parking Rules Vehicles in breach of car parking rules, which are displayed in the car parks, may be subject to a Civil Penalty Notice and a fine.

Anyone found parking inappropriately or in a disabled space without a Blue Badge will be subject to a penalty notice

By bus from Rugby town centre Geoff Amos Coaches route number GA01 provides an hourly daytime bus service to the hospital from Monday to Saturday (except bank holidays).

Bus stops are located in North Street and Rugby railway station.

A bus service runs between the University Hospital site to the Hospital of St Cross site operated by Travel De Courcey.

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Hospital of St Cross Barby Road, Rugby, Warwickshire CV22 5PX Main switchboard number: 01788 572831

DEPARTMENT

TELEPHONE

Ash Renal Unit

01788 663845

Birch Ward

01788 663426 / 01788 663239

Cedar Unit

01788 663876 / 01788 663183

Colorectal Helpline

0800 7838042

Critical Care

01788 663280

Dermatology Unit

01788 663480 / 01788 663249

Diabetes Centre

01788 663477

Haematology / DVT

01788 663022

Hoskyn Ward

01788 663245 / 01788 663306

MRI Reception

01788 663820

Mulberry Day Unit

01788 663237

Mulberry Reception

01788 663527 / 01788 663238

Pharmacy

01788 663521

Oak Ward

01788 663812

Outpatients Reception

01788 663753

Rugby Day Surgery Unit

01788 663328 / 01788 663264

Willow Day Unit

01788 663328 / 01788 663264

X-ray

01788 663260

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Shops and facilities for patients and visitors at Hospital of St Cross The Friends of the Hospital of St Cross Tea Bar At the Hospital of St Cross, a Tea Bar is located in the Out-Patients Department, which is organised by volunteers from the Friends of the Hospital of St Cross. The opening hours are from Monday to Friday, between 9.30 am - 12.00 noon and 2.00 pm to 4.00 pm.

Trolley service A trolley service visits all wards and departments daily selling newspapers, confectionery and toiletries.

The Poplar Place Dining Room Is open at meal times for hot and cold food options and at any other time for drinks and snacks. Vending machines are available 24 hours.

General Office The General Office is situated in Brookfield House and open from 8.30am till 5.00pm Monday to Friday. Telephone: 01788 663214

Post Box A post box is not available on site however patients can given their stamped out going post to staff who will ensure it is collected from wards and departments with all the other post.

Cash Machines Not available on site. The nearest cash machine is in the town centre.

Accommodation for relatives Details of local accommodation in the town can be obtained from the General Office in Brookfield House.

Public Telephones There is a public telephone available in the Out Patients Department and adjacent to the Blood Taking Area in the Day Surgery entrance and in the entrance to the A&E Department.

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Hospital of St Cross Barby Road, Rugby, Warwickshire CV22 5PX Main switchboard number: 01788 572831

Services provided at the Hospital of St Cross Ambulatory Care

Acute Medicine

Day Surgery Overnight Stay / 23 hour Surgery Outpatients Services Magnetic Resonance Imaging (MRI) Scanning X-ray including Ultrasound Scanning Bone Density Laboratory Services Endoscopy Satellite Renal Dialysis Unit

Inpatient Medical Services Intermediate Care Inpatient Rehabilitation Service

Acute Surgery Inpatient Elective Surgery

Rehabilitation Services based on the Hospital of St Cross site, but provided by other organisations.

Myton Hospice Mental Health Unit Social Services Recompression Chamber

Screening Retinal Screening Centre Colorectal Cancer Screening Centre Breast Screening

Urgent Care Centre A&E Department GP (Out of hours service) Walk In Centre

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Visit our website Our website is a great way to keep you updated on new services and developments at University Hospitals Coventry and Warwickshire NHS Trust.

We work continually to update our website to make sure you get the information you need in a variety of formats that suits you.

You can also join us an NHS Foundation Trust member, tell us about your experience in hospital from the comfort of your own home on our online Impressions survey or simply check for updates on our services.

Designed with your needs in mind, our website aims to provide you and your visitors with a whole wealth of information about our hospitals in a variety of languages and formats.

Log on at www.uhcw.nhs.uk

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